As a market leader in order-to-cash solutions, Onguard provides an integrated platform of intelligent software solutions, from risk and credit management to collections and bailiffs. With Flowize, Onguard can now use precisely the right channel to reach customers quickly when payment is due. This contributes to prompt payment and higher customer satisfaction.
Smart communications workflows
As a market leader in order-to-cash solutions, Onguard provides an integrated platform of intelligent software solutions, from risk management and credit management to collections and bailiff. With over 25 years of experience, Onguard helps their customers with an overview and control of their payment processes and cash flow while maintaining sustainable customer relationships.
With the integration of Flowize, omnichannel communication with debtors has become even more personalized. Onguard can now use precisely the right channel to reach a customer quickly when payment is due. Flowize easily integrates with all existing information systems and setting up automated workflows is a drag-and-drop process. Monitoring the customer touchpoints has never been easier. The overall combination contributes to prompt payment and higher customer satisfaction.
Onguard is a market leader in innovative order-to-cash solutions serving 750 clients worldwide, and 6,000 daily users in more than 50 countries. The company provides faster payments and an optimal customer experience resulting in steady working capital with their efficient order-to-cash software solutions. This personal touch results in Onguard clients maintaining long-term, stable relationships with their end customers.
To ease the connection with new software partners, Onguard was looking for platforms that offered generic API capability to extend their existing platform. That’s when Flowize came into view. Daniel Van den Hoven, Vice President Alliances & Partners at Onguard: “Basically, having to build specific API’s for every new software partner was holding us back. With Flowize, we can do this much faster and better.”
“With Flowize’s no-code platform, we can customize and standardize integrations quickly and easy,” adds Marieke Saeij, CEO at Onguard. “That’s two birds with one stone: we can now integrate different components and fulfill specific customer wishes.”
In order-to-cash, first-class customer experience is critical. How companies treat their customers across the entire process can determine if customers stay or go elsewhere.
Customer satisfaction was not always a priority, particularly in debt management. The priority was the automation of manual processes. That accomplished, bringing down the Days Sales Outstanding (DSO) came next. But, while these are still critical, nowadays, customer satisfaction is more and more important.
For Onguard, customer satisfaction and customer friendliness play a defining role. Flowize’s functionality helps Onguard ensure finance and collections teams to support customer satisfaction objectives on every customer touchpoint.
Van den Hoven: “When you decide to do business with someone, the experience involves the entire purchasing process. From the moment you buy a product or service, to the way you receive an invoice up until the end when you pay for it.” Things get tight when you, as a business, are waiting for the last part to happen. The way you treat non- or late-paying customers, requires delicacy and is extremely important.
Floor Stam-Lammers, Vice President Marketing: “It’s human beings you’re dealing with. And companies are starting to realize just how important a satisfied customer is for healthy cash flow. It’s oxygen for your business.”
Onguard was also very interested in Flowize’s ability to analyze big data. It enables Onguard to learn the behavior and communications preferences of each customer so that the communication can be optimized continually. Some customers respond faster to a text message than to an email or vice versa. Flowize detects this information automatically, and Onguard’s platform can now propose the best approach for each customer.
Within the Onguard credit management software customers can be segmented based on for instance risk, credit score and past behavior. A different dunning strategy can be applied to every segment. We are able to personalize this strategy even further, using Flowize. Saeij: “This is where we excel. We tailor every customer experience individually.”
As a software development company, Onguard had to decide to develop the missing parts or let another company provide the complementary software components. “We like to focus on what we are good at instead of getting sidetracked by peripheral issues. We really believe in a best-of-breed approach, so we want to team up with partners who are the best in their niche.” says Stam-Lammers. In-house development for this solution would be time-consuming and require many development capacity.
Considering Flowize provided the opportunity to look for the best solution on the market in line with Onguard’s vision. “When looking for the best provider of platforms that offered generic API capability we immediately were impressed by the solution and expertise of Flowize.”
Partners complement Onguard as an enhancement to the platform or as additional specific functionality, such as risk management or e-invoicing. “With Flowize we get the best of both worlds,” says Saeij. “Flowize optimizes our platform and offers connections with outside partners that our customers can benefit from.”
Flowize’s first integration with Onguard’s order-to-cash platform went quickly and smoothly. These payment links, combined with Flowize’s communications options, make it easier for the end customer to pay. And this is a compelling proposition.
It not only removes potential barriers for faster payment and higher satisfaction for Onguard’s customers. The flexibility in communication and channel choice also means that we approach the end customer the way that suits them best — helping Onguard grow sustainable business relationships.
“When customers describe their problem, I immediately start to think how I can use workflows to solve their issue. With Flowize, the sky is the limit, without even having to modify our application. Maximum flexibility at minimum effort is the power you get with Flowize.”
Luc Geniar, Team Lead Development at Onguard